Netvan Merchants’ refund and returns policy lasts for 7 days. If 7 days have passed since your purchase, we won’t be able to accept returns and therefore refund unless we agree to do so after satisfactorily determining that it’s thus fit to do so.
Returns
To be eligible for a return and refund, your item must:
Be unused and in the same condition that you received it. It must also be in the original packaging Must be accompanied with a receipt of purchase.
To return your product, you should physically return your product to our shop or use another method agreed upon by you and us prior to return.
Please do not send your purchase back to the manufacturer.
The following products are Ineligible for returns:
Gift cards Downloadable products.
Refunds
Once your return is received and inspected, we will send you an email, call, or SMS to notify you that we have received your returned item if it was returned by means not by physically visiting the shop. We will also notify you of the approval or rejection of your returns if we are satisfied that they violated our policy.
Refund may be by:
Cash if you physically returned the item at the shop. By Mobile Money like Mpesa or Airtel Money. By Bank if both parties are satisfied to use the same. Any other way that shall be appropriate for both parties.
There shall be no refunds where:
A loss occurred as a result of the buyer’s negligence or failure to act as they ought to have. Goods returns are not the ones sold. Any other reason that is deemed to have violated our policies.
If you are approved, then your refund will be processed and refunded within the same day or as agreed by both parties.
Exchanges
We only replace items if they are defective or damaged or any other reason that both parties shall agree that it was solely the fault of Netvan Merchants to have not acted more wisely in carrying out its duties.
Need help?
Contact us at info@netvanmerchants.co.ke for questions related to refunds and returns.